How to Employ a More Frictionless Approach to Customer Authentication

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Spending 45 seconds answering security questions
is friction that can turn off customers and add to agent handle time. To aid in
the reduction of friction and cost, mining phone calls for actionable
intelligence can help easily and securely verify callers.

You probably know how
this scenario goes. You call your bank, and after 45 seconds of providing your
account number, mother’s maiden name, date of birth, street address and more,
you finally hear “how can I help you today?” And, if you call back an hour
later, you go through the same 45 seconds … a bit like "Groundhog
Day."

It raises the question …
can caller verification become almost “effortless” instead? Spending 45 seconds
answering security questions on each call is effort, effort that turns off
customers. It also extends the call and cost. That’s where Verint can help.
Using identity authentication technology, organizations can enhance the
customer experience and help reduce effort and cost by mining phone calls for
actionable intelligence that can help verify callers, ease customer effort,
expedite service delivery, and create safer and more secure contact centre
environments.

Using voiceprints for
verification isn’t a new concept. Traditional voice biometrics technology asks
callers to speak a passphrase, in many cases adding further friction to the
customer experience than even security questions. Today, using the Verint
solution, organizations can leverage “passive” voice biometrics technology that
works during the course of a normal conversation between the caller and the
agent.

Verint Identity
Authentication and Fraud Detection for the contact centre can enrol or verify a
customer’s voice in the background of a live call. After customers speak for a
few seconds, the solution can match voiceprints and notify the agents
interacting with them. Automated caller verification helps reduce both the
average number of security questions and agent handle time.

Identity authentication
is a win/win for today’s customers and contact centres.

And, as an added bonus,
organizations are better positioned to identify and help prevent
fraud. Security questions don’t stop professional fraudsters who attack
the contact centre with stolen identities that can include card and personal
information. However, they can be deterred by Verint Identity Authentication
and Fraud Detection, which can enrol the voiceprints of fraudsters into a “bad
guy” database. When a known fraudster calls, his or her voiceprint can trigger
detection—no matter how successfully they answer security questions. Over time,
this can become a significant deterrent to fraud, leading to better prepared
and protected organizations and, as a result, better protected consumers.